Deskside Support

Role: Desk side Support

Location: Owensboro KY/ COOPERSTOWN NY

This position assists staff with technical support of desktop computers applications and related technology. Support includes specification installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique nonrecurring problems.

Partner will provide

(a) Highlevel analysis and technical support for customers and their networked computers and peripherals.

(b) Interface with multiple levels of end users management VIPs and local technical staff.

Main Responsibilities include:

Accurately testing identifying repairing resolving and documenting end user technical issues regarding /desktop support printers PDAs BlackBerrys and LAN cable drops

Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

To provide infrastructure administration functions

Providing onsite cover as part of a shift arrangement

Being prepared to work out of hours when required and to provide out of hours oncall support cover as required

Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities

Taking ownership of issues through to resolution on all appropriate requests.

Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide uptodate status and information.

Move equipment associated with escalated help desk incidents and service requests

Performing asset inventory activities as needed.

Trains and orients staff on use of hardware and software.

Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.

Works with procurement staff to purchase hardware and software.

This position requires the ability to work in a projectbased environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Requirements

Excellent skills in user IT infrastructure Desktops Laptops Printers Handhelds Smartphone etc.

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office

Administration experience of MS Active Directory users & groups policies and management concepts

Effective communication by Engineer in English and local languages is mandatory

Soft Skills

Strong written and verbal communication skills (English and local language)

Ability to provide consistent excellent customer support to entire staff representing a variety of personalities and management levels

Team Management for L1 resources

An individual with a minimum of 3 years supervisory experience

Strong customer service skills

Ability to interact with customers so as to ensure that the service is polite efficient and responsive

Must be detail oriented and selfmotivating

A selfstarter with ability to work on their own initiative

To work through issues analytically to a successful conclusion

Desired Experience

Deliverables to include ensuring the proper levels of run and maintain support and handson assistance for IT infrastructure projects /upgrades (workstations)

Strong Microsoft Office skills (Outlook Word and Excel)

Thorough understanding of Outlooks calendaring tool

Understanding of Exchange functional accounts and how they are used within Microsoft technologies

Background security check required

Additional language skills (English and local language)

Experience of managing and leading a geographically and culturally diverse team

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

Years of Experience

At least 56 years of experience in the field or in a related area required

Prior experience on Desktops Workstations Notebooks and Printers

Collaboration experience including remote control of PCs and video conferencing knowledge

Certification requirements

Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification

ITIL knowledge of V2 or V3 especially on Service Desk Incident Problem and Change Management preferred

Education requirements

Total: 34 years of University education post High school (B.Sc. or Diploma)

Bachelors / Masters / Equivalent